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We have e-mail and phone support for our clients. Plus I have an instant messenger built into my members area so they can write me privately or they can use my journal to write back to me. So they have 4 ways they can reach me if they need anything.
If they write to get there account cancelled I go in and cancel it for them and then write them a nice letter about rejoining later.
You can't just ignor your members e-mails!
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